Research & Insight

Pricing

When An Outsourcer Outsources: Debt Collector Uses Champion Challenge for Selection

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

AMO, a debt collection firm, looked at a number of suppliers, then set up a 60-day champion/challenger test. Who could collect more money–AMO’s dialer or the supplier’s system? We wanted to test their situations under combat conditions, says Michael Chamberlain, AMO’s President.

Achieving the Impossible in 30 Days

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Hughes, America’s 15th largest ISP, outsourced a call center for inbound direct marketing. Today, half the company’s direct sales come from this outsourced relationship. Sales doubled while costs fell 30 percent. ACS turns 14 percent of these calls into sales, up from three percent. Increasing the conversion rate allows Hughes to do more marketing with the same dollars.

How Outsourcing Took an Insurance Company from the Worst in the Pack to No. 6

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The insurer’s sluggish processes and aging technology made it nearly impossible to introduce new products quickly. And its expense-to-premium ratio was 65 percent when the industry norm was closer to 20 percent. Outsourcing included a transformation. The result: In the last 18 months, Channel Life took on 450,000 new policies, four times the number of policies it had.

How Outsourcing to China Rescued INVISTA

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

INVISTA, which owns brands like Lycra, had promised the industry an online fabric library. The CEO had sent letters to thousands of companies announcing the system would go live by October 4. In June it discovered its supplier was failing. It hired Freeborders, whose teams in the US, Europe, and China delivered the library three weeks early.

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